SBS - The best value in QMS software

Defining Nonconformances in a Service Organization

T

thira7

#1
Dear all,

Hi again, in my organization we are trying to explain when we can define something as non conformity. We are a service provider and we provide training to our partners.

Can you please help me with that.

Thank you
 
Elsmar Forum Sponsor

Jim Wynne

Staff member
Admin
#2
Re: Non conformance

Dear all,

Hi again, in my organization we are trying to explain when we can define something as non conformity. We are a service provider and we provide training to our partners.

Can you please help me with that.

Thank you
ISO 9000:2005, which is a normative reference for ISO 9001:2008, defines nonconformity as "Nonfulfillment of a requirement."

In your QMS, there are defined requirements of various types. Anything that happens that fails to satisfy one or more of those requirements is a nonconformity.
 
R

Reg Morrison

#3
Re: Non conformance

ISO 9000:2005, which is a normative reference for ISO 9001:2008, defines nonconformity as "Nonfulfillment of a requirement.
That's correct. The tricky part is the fact that ISO 9000:2005 also defines the term requirement, which includes "generally implied" expectations. For service organizations, these generally implied expectations can be a challenge because, depending on the customer, expectations can vary significantly and "general" are not so easy to establish.

For example, for some people, they expect a huge assortment of snacks and refreshments during the course breaks. Others, would be ok with some cookies, fruit and soda/water/coffee/tea...
 

John Broomfield

Staff member
Super Moderator
#4
Re: Non conformance

That's correct. The tricky part is the fact that ISO 9000:2005 also defines the term requirement, which includes "generally implied" expectations. For service organizations, these generally implied expectations can be a challenge because, depending on the customer, expectations can vary significantly and "general" are not so easy to establish.

For example, for some people, they expect a huge assortment of snacks and refreshments during the course breaks. Others, would be ok with some cookies, fruit and soda/water/coffee/tea...
Reg,

But expectations can be managed by service providers.

In your example the organizer could be specific when informing attendees of the snacks and refreshments to be expected.

Not making available decaf and water could however be a nonconformity.

John
 
R

Reg Morrison

#5
I agree that expectations can (and should) be managed....to a certain point.

Anyone attending a public course would (generally) expect that another attendee, sitting close to him/her would not have (foul) body odor.....but it does happen, in rare occasions.

How can the training provider manage that? Tell the attendee with BO to sit in the very back of the classroom? Don't show up? Bring fabreeze to the classroom?

Managing expectations is a good strategy, but, there will be instances where conflicting consumer/customer/expectations can not be fulfilled at once.

What about some of those attendees who want "private consulting" while attending a public class, for example?
 

John Broomfield

Staff member
Super Moderator
#6
Dear all,

Hi again, in my organization we are trying to explain when we can define something as non conformity. We are a service provider and we provide training to our partners.

Can you please help me with that.

Thank you
thira7,

Five examples of product nonconformity in your business:

  • Failure to provide students with accurate joining instructions.
  • Failure to provide a venue that is conducive to learning.
  • Instructor lacked the ability to teach.
  • Students not fulfilling their learning objectives.
  • Failing to satisfy student dietary requirements.
Your documented procedure for controlling nonconforming product should limit the impact of the nonconformity on the customer.

It is important not to blame a person but to "blame" the system that caused the nonconformity when discovering and removing the root causes from your system to stop recurrence (aka Corrective Action).

Your NGO Management System either helps employees to understand and fulfill requirements or not.

John
 

John Broomfield

Staff member
Super Moderator
#7
I agree that expectations can (and should) be managed....to a certain point.

Anyone attending a public course would (generally) expect that another attendee, sitting close to him/her would not have (foul) body odor.....but it does happen, in rare occasions.

How can the training provider manage that? Tell the attendee with BO to sit in the very back of the classroom? Don't show up? Bring fabreeze to the classroom?

Managing expectations is a good strategy, but, there will be instances where conflicting consumer/customer/expectations can not be fulfilled at once.

What about some of those attendees who want "private consulting" while attending a public class, for example?
Reg,

Classroom specifications are used and improved to avoid all sorts of problems depending on their likelihood or prevalence. Group organization and seating arrangements are usually managed to avoid clashes of personalities but I've not experienced the body odor problem.

Competent instructors manage the private consulting issues all the time without detracting from the learning needs of the class as a whole. Indeed, every participant is invited openly to provide their personal learning objectives at the very beginning. As the instructor records each learning objective on the turn-chart, he or she modifies student expectations.

Despite our best efforts our management system cannot help us to prevent all nonconformity especially when variables remain outside our control. The product nonconformity may be rare or minor enough still to record it but not to invest in corrective action until it becomes one of the "vital few".

John
 
Thread starter Similar threads Forum Replies Date
K Defining risk control measures IEC 62304 - Medical Device Software Life Cycle Processes 13
A Defining a lower ESD test level in IEC 60601 safety test IEC 60601 - Medical Electrical Equipment Safety Standards Series 5
J Defining staff competence - Small mechanical workshop Occupational Health & Safety Management Standards 20
D Question regarding ECO process, specifically for Life Science products and defining form fit and function ISO 13485:2016 - Medical Device Quality Management Systems 1
T Defining sampling plan for different AQL AQL - Acceptable Quality Level 3
M Defining frequency of measurement tools callibration Calibration and Metrology Software and Hardware 3
M Defining and Documenting Record Retention CE Marking (Conformité Européene) / CB Scheme 5
G Defining performance metrics for DFMA implementation Design and Development of Products and Processes 2
S Defining a Quality System from scratch - Preferred system and documentation names Document Control Systems, Procedures, Forms and Templates 4
A Defining Expected Service Life in Risk Management File Reliability Analysis - Predictions, Testing and Standards 5
C Defining Approvals Required for Design Control Documents ISO 13485:2016 - Medical Device Quality Management Systems 6
K Defining Acceptance Quality Level, I need clarity on AQL 1.5, 2.5, 4.0 AQL - Acceptable Quality Level 5
M Defining the lifetime of orthopedic implants joints Other Medical Device and Orthopedic Related Topics 2
C AS9100 rev D 8.5.1 c 2 - Defining the Machine in-process frequency per ANSI/ASQ Inspection, Prints (Drawings), Testing, Sampling and Related Topics 8
V Defining Safety Precautions for Category 4,5 Molecules Occupational Health & Safety Management Standards 2
E European Regulations defining the terms Repair and Refurbish EU Medical Device Regulations 5
T Defining Major vs. Minor Changes to Procedures ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 11
GStough Adequately Defining Which Suppliers to Audit and Frequency Supplier Quality Assurance and other Supplier Issues 8
E Quality Techucuan (Technician) in Electronics - Defining Postion Requirements Career and Occupation Discussions 4
moritz Defining a good Scope for Critical SOPs ISO 13485:2016 - Medical Device Quality Management Systems 7
T Standards for defining audible alarms/warnings for OR instruments IEC 60601 - Medical Electrical Equipment Safety Standards Series 3
M Defining Critical Vs. Non-Critical Suppliers/Service Providers (API Q1, 9th. Ed.) Oil and Gas Industry Standards and Regulations 2
B IEC 60601-2-24 - Defining Storage Volume IEC 60601 - Medical Electrical Equipment Safety Standards Series 2
E Defining Sub-Disciplines for Chemical Testing Laboratory Employee Proficiency Testing General Measurement Device and Calibration Topics 1
M Defining Reliability and Confidence Levels Reliability Analysis - Predictions, Testing and Standards 8
J Defining Martial Arts and Gymnastics Statistical Techniques Statistical Analysis Tools, Techniques and SPC 4
V Defining the criteria for equipment to be qualified or requalified Qualification and Validation (including 21 CFR Part 11) 2
R Need help on defining scope for Design Verification File for Class III IVD 21 CFR Part 820 - US FDA Quality System Regulations (QSR) 8
J Defining CCP (Critical Control Points) in a Rice Mill Plant Food Safety - ISO 22000, HACCP (21 CFR 120) 9
S Process Map and defining KPIs Misc. Quality Assurance and Business Systems Related Topics 5
5 Major Nonconformance for not "clearly" defining the "device lifetime" ISO 13485:2016 - Medical Device Quality Management Systems 2
E Defining the lifetime of an Implantable Medical Device Other Medical Device and Orthopedic Related Topics 5
B Defining Expected Oxygen Leakage for Safety Testing IEC 60601 - Medical Electrical Equipment Safety Standards Series 2
G Defining Post Mold Cure Ramp-Down Temperature Manufacturing and Related Processes 2
K Audit Nonconformity on Defining 'Outsourced' Infrastructure Maintenance Quality Manager and Management Related Issues 21
G Points to consider while defining the Quality Policy AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 11
G Defining Quality Objectives for Product Realization and Design and Development AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 5
S Developing Documentation and Defining Processes as Subcontractor IATF 16949 - Automotive Quality Systems Standard 6
C Defining ISO 9001:2008 Scope for a Sterilization Company ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 2
S Defining Skilled vs. Semi-Skilled vs. Unskilled Labor Manufacturing and Related Processes 1
I Defining the scope for ISO 9001 Registration - Software, Hardware and Customer Care ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 3
M Product Specification vs. Information Defining Product - The differences? 7.3.3.1 IATF 16949 - Automotive Quality Systems Standard 6
R Defining Interaction of Processes in a Software Company Software Quality Assurance 3
N Where to begin defining and monitoring Quality Metrics in a Machine Shop Manufacturing and Related Processes 9
A Testing Process Audit - Defining a Process Compliance Mechanism Software Quality Assurance 2
R Defining the type of Applied Part - Metal Probe (Applied Part) employs Water Cooling IEC 60601 - Medical Electrical Equipment Safety Standards Series 2
N Defining Security Interfaces for Scope for ISMS - Need help IEC 27001 - Information Security Management Systems (ISMS) 10
A Defining the differences between Prototype vs. Production Guidelines? Contract Review Process 5
R Help defining Eyewear Customer Complaint Categories Customer Complaints 5
G Quality Objectives - Where to start defining Quality Objectives? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 11

Similar threads

Top Bottom